Debra Cole

Responsible for providing information and scripted answers to an outsourced, international corporate website support call center. Provided an escalation point for website functional errors. Performed testing of coding updates implemented by SABRE in response to website malfunctions

Key Contributions:

• Created scripts used by foreign-based, third-party call center ensuring standardization in response to customer concerns and requests
• Improved customer satisfaction while implementing cost-effective solutions and administering technical support while reducing failure rate
• Spearheaded the organization of the Shared Drive
• Ensured access was granted appropriately, and protected the security of department documents.

Provided a liaison relationship between Revenue Management and Sales. Focused on understanding the needs and business patterns of customers. Analyzed data points and utilized results to implement standard rates as well as discount levels based on volume. Created a database of client and contract information accessible by key stakeholders and improved ability to strategize and anticipate future volume.

Key Contributions:

• Created a pricing model utilizing historical sales information to forecast future business patterns, resulting in consistency in bids, confidence in negotiation
• Partnered with the Sales Team, training them on cost data analysis to incorporated business based on maximum profitability
• Fully responsible for all allocated freight, implementing a tracking method for contracted freight load
• Ensured customers were held accountable for the volume stated in the contract
• Ran allocated customer reports to ensure space usage compliance and maintained a watchlist of contracts that were not fulfilled

Received inbound calls relating to aircraft maintenance requirements. Specialized in locating parts and coordinating the delivery of parts in a timely manner to reduce operational delays.

Provided oversight to primary level corporate accounts and delivered final approval in waiving standard fees and fares in order to accommodate priority travelers, in an elite corporate call-center environment.

Created an Access Database that successfully merged two divergent sets of data from disparate IT sources in order to provide a user-friendly resource housing key information.